Summary
Date Posted: Friday, April 28 2023, Base Salary: Not Disclosed

JOB DETAILS:

About This Job:
Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.
On behalf of our client, we are looking for a competent, skilled, and experienced Head Of Customer Success to work in Uganda.

JOB PURPOSE
The Customer Relations Manager is responsible for customer satisfaction. He/ she meets customer expectations and manages complaints. The customer relations manager organizes the aftersales service activity and supervises a team of agents.

DUTIES AND RESPONSIBILITIES
1. Structure, animate and manage customer relationship teams (call center and back office)
2. Recruitment and management of a team
3. Training and skills development of teams
4. Onboarding and integration of new team members
5. Develops or participates in the development of the customer management strategy and defines the annual action plans and objectives of the service.
6. Ensures the quality of customer service and sets up service performance indicators (complaint, delay, and call rates).
7. Analyzes the results and implement adjustments.
8. Develops customer service quality procedures.

Coordinates customer management activities
1. Call center for incoming and outgoing calls
2. Community management
3. Customer complaint management
4. Interface with customers by phone and email to manage disputes and find solutions.
5. Manage customer returns and analyze non-conformities. change management and strategy.
6. Produce service reporting.
7. KPI analysis

Implementation of evaluation procedures
1. Contribute to the formalization of processes, and force of proposal on improvement.
2. Animate transversal coordination with the different business lines.
3. Raise the voice of the customer to GVA marketing teams to participate in improving customer knowledge.
4. Participate in all customer experience improvements technical projects as the customer service champion.

Qualifications & Experience
1. A Bachelor’s Degree in Management Studies, Business or a related field.
2. Good mastery of data analysis tools in particular EXCEL, PowerPoint, Word
3. Interpersonal and writing skills.
4. Managerial skills
5. Technical and behavioral skills:
6. Be analytical.
7. Customer and result-oriented
8. Ability to manage and develop a team.
9. Communication skills (oral and written) and very good interpersonal skills.
10. Listening, sense of contact and customer satisfaction
11. Autonomy, initiative, sense of organization and priorities
12. Project management
13. Rigor, taste for analysis, synthesis, and manipulation of work tools


Job Experience:No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

Job application procedure

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